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Bryan Miller
CONNECT.
COLLABORATE.
INNOVATE.
Knowledge Transfer
Gate Capacity
All Go Lives are Disruptive to Operations
How do I Minimize the Disruption?
Effective Knowledge Transfer
 Focus on Risk
 Training takes Time
Plan
 Learning Style
 Accumulated
Experience
 Practice
Prepare
Execute
 Focus Effort
 Manage and Adjust
Plan
Understand Risk
Current Bottlenecks Technology Change
Process Change
Customer Visibility
Labor Variation
Mitigation Opportunities
SWOT - Focus
Strengths
Weaknesses
- Few Planner Changes (SPARCS to XPS)
- Go Live during Slow Season
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Opportunities
Threats
- Reduce Manual Entry at the Gate
- Foundation for Phase 2 Productivity and
Efficiency Gate Automation Improvements
- In-Gate Congestion Visible to Customers
and Local Authorities
- Disruptions erode customer confidence
- Disruptions impact future growth
Small In-Gate Staging Area
Gate Form and Process Changes
Gate has 1,000 lines of Groovy code
Custom Application for Gate Appointments
Schedule Guidance - 40:1
Initiation and Planning
Analysis and Process Mapping
Configure and Customise
Testing
Training
Production
Training Material Development
Training Delivery
Survey respondents spend 43 to 185 hours preparation per
hour of Stand-up, Classroom Training.
Association of Talent Development
Prepare
Learning Styles
Average Student Retention Rates
Lecture
10% ‐ Reading
20% ‐ Audiovisual
30% ‐ Demonstration
50% ‐ Discussion
75% ‐ Practice Doing
90% ‐ Teach Others
National Training Laboratories, Bethel, Maine
What do you know?
 There is an animal called the “Savannah Cat”
 It is slightly larger than a Domestic Cat
 It is Banned from Import Into Australia
How is the Savannah Cat’s Body Arranged?
A – Bilateral Symmetry
B - Radial Symmetry
How does the Savannah Cat Reproduce?
A – Oviparity (lay eggs)
B – Viviparity (live young)
What covers the Savannah Cat’s body?
A – Scales
B – Fur
You Know A Lot
 There is an animal called the “Savannah Cat”
 It is slightly larger than a Domestic Cat
 It is Banned from Import Into Australia
Adults have Accumulated Experience
“It is not enough…to be…conscious of something;
one must also be conscious of something being something.”
Geertz – Ideology as a Cultural System
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+ Sour
Allocations
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Narrow Ranges
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Broad Ranges
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Specific Filters
Open Filters
Expert Decking
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Narrow Ranges
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Broad Ranges
Specific Filters
Open Filters
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Stacking Factors
Section Factors
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Stacking Factors
Section Factors
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Beyond PowerPoint - Briefly
 Online Content
 Operational Simulation
Session 306 - User Qualifications and
New Strategies for Training
Gina Acosta and Oscar Pernia
Parallel Processing
 Nightly data migration
 4 hours in the classroom
 4 hours in the lanes
N4
Test
Student Clerk
Legacy System
Production Clerk
Training Gone Bad
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Students Checking Email and Text
“That’s Not Supposed to Happen – Give Me a Minute”
“I’ll Never Remember All of This”
That’s Not My Job”
“We Didn’t Get Trained On This”
Practice Training
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Deliver to a Group of Peers
Set Expectations
Improve the Materials
Anticipate Objections
The Training Environment is Sacred
Not Everyone is a Great Trainer
This is your Single Greatest Change Management Opportunity
Execute
Classroom Structure
1 Presenter
• Slides
• Q&A
• Demonstration • Compare
• Exercises
2 Assistants
• 1:1 User Support
• Assess Competency
Identify High Impact Users
 Top 25% of Clerks
 65% of Interchanges
 Invest More
 Hours
 Materials
 Practice
 Vacation and
Staffing Agreements
Quantify the Investment and Results
Picture Size
0.875” x 2.25”
Questions
Remember!
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Focus on Risk
40:1 Preparation Time
Accumulated Knowledge
Practice
Focus Effort
Manage and Adjust